[KNOWN ISSUE] Model for stabilization not downloading using model manager in 6.2.0

Topaz Video AI Bugs and Issues
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1

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issue with downloading the stabilization model. all other down load OK
I did a clean install the see if that would work but it did not
running windows 11 latest update
running Topaz Video AI 6.2.0
error: connection handling cancelled

2

I get the same error.
Also windows 11 running Topaz Video AI 6.

Logs say it’s an internal error:
2025-04-15 07-23-50.763 Thread: 14312 Warning Network error. Status Code: QNetworkReply::InternalServerError (500) Error: "Error transferring https://api.topaz-labs.net/v2/app_state/unauthed?app_build_type=RELEASE&app_cname=VIDEO&app_version=6.2.0&arch=x86_64&cpu_supports_avx=true&license_expiration_datetime=2012-10-10T00%3A00%3A00&os_type=windows&os_version=10.0&supports_patch=true - server replied: " Body: “Internal Server Error”

One thing I noticed is that the “license_expiration_datetime=2012-10-10T00%3A00%3A00”
Not sure if this is related. But elsewhere in the log it uses
license date QDateTime(2025-04-16 07:23:44.498 […]

logsForSupport.zip (284.6 KB)

3

I should add that I tried the recommended fixes of turning off the firewall, antivirus, ad blockers, and I even put the computer into DMZ. No change.

I was able to download the frame interpolation ones fine:
image

4

Can you include the app’s logs?

To gather logs, please select Help > Logging > Get Logs for Support and attach the zip file to your reply.

5

Thanks for the logs. Sharing this with the team to investigate.

6

Hello, I have Topaz VideoAI 6.2.0 installed
Windows 11 Pro 23H2
I can’t download models for graphics cards, Stabilization → Full-Frame & Auto-Crop.

I get the message:
Error: Connection handling canceled

I checked the connection to another network, nothing helps.
logsForSupport.zip (390.8 KB)

7

v6.2.0 has a known issue with pre-downloading the stabilization model using the model manager. Our team is aware of this issue and working to resolve it. If you need to pre-download it for offline use, I recommend rolling back to v6.1.3:

Video AI | 6.1.3 | Windows
Video AI | 6.1.3 | Mac

Otherwise, you should still be able to use the stabilization filter and let the app download it during the export process.

9

I am on version 6.2.2 and I am having the same issue of “Error: Connection handling canceled” while trying to download the models

10

This still isn’t fixed in 7.0! Every release is half broken, it is getting pathetic. The model manager is junk in general all the way back to 5.5 when I started using the app, always fails, have to select each enhancement one by one, over and over again. It should be click and done, shouldn’t be a 20min ordeal.

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